Announcements

iRex official statement about recent issues

Dear Customer,

Over the last weeks there have been some issues related to the iRex shop, the iRex iLiad and iRex Digital Reader 1000. We apologize for the fact that we have been limited in our response so far and we understand and accept the criticism of not having addressed you properly, which has been an omission from our side.

Let us start by looking at the different issues and how we intend to solve them:

• Since the introduction of the iRex Digital Reader 1000 we have received a huge amount of visits and orders at the iRex shop. The back-end system was not prepared to deal with such unexpected large volume. One of the known issues that you might have seen was that the status of the order was not correctly updated. This also affected our ability to initiate shipments. Once it became clear that our system was unable to handle the volume, we have initiated the necessary actions to solve this situation. These improvements are currently being implemented and we expect from next week onward to ship all orders in accordance with the dates indicated on the shop product page.

• In addition to the large volume of website visits we also received a huge volume of e-mails at shop@irextechnologies.com with inquiries about the product, orders and shipping status. This number even grew higher as a result of the above issues. With only limited capacity for  the shop operations and, at the same time, solving the above issues, we were not able to respond to all e-mails within an appropriate time. We apologize for this and within the next week we aim to respond to all e-mail inquiries within one  business day.

• We have identified a battery firmware problem with the DR1000S that is causing battery life to be at least 30% less than expected and even causing a charging issue in some cases. We like to state that there is nothing wrong with your product and the firmware issue will be solved with a software update. We are currently testing the solution and we expect to announce a release date for the software update by the end of this week.

• In line with our tradition of introducing ongoing enhancements, we will released our first software update for the DR1000S yesterday. This software release will solve a number of issues that have been identified since the introduction of the DR1000s. In the coming weeks and months we will continue to provide additional software updates.

• A number of customers have expressed their concern about the future of the iLiad. We like to emphasize that the iLiad products will remain in production and we commit ourselves to continue to support the iLiad platform including future service and maintenance updates. We will continue to actively support third party development projects both by our partners and the community. To that end we will release all the iLiad source codes later this week.

In the coming weeks and months we will strive for a continuous engagement by means of active and open communication and providing ongoing product enhancements.  We are committed to remain your trusted party in proving the world’s most innovative digital reading solutions.

Thank you!

Hans Brons
CEO
iRex Technologies

iRex & NRC nominated for the Accenture Innovation Awards

Earlier this year iRex and NRC Handelsblad launched the first e-paper in the Netherlands and the Jury of the Media & Communication Innovation Awards have nominated iRex and NRC Handelsblad  for the ‘Blue Tulip’ award.

The ‘Blue Tulip’ award is the price for the ‘Best Innovation Concept’ in Media and Communication, and it is the second time that Accenture organizes this event.

During the Innovation Seminar on 23 October the jury will announce the winner of the Blue Tulip. Until that time everybody can vote on what they believe to be the best innovation in media and communication.

We believe that the cooperation between NRC Handelsblad and iRex Technologies to publish the first e-paper in the Netherlands is a true  showcase in innovation of  news media, so we certainly hope we can count on your vote.

Relocation of the iRex service organization to The Netherlands

Dear Customers,

In the recent months we have looked how we could improve the service to our customers and we have decided to relocate our service organization from Germany to our head office in Eindhoven, The Netherlands.

This allows us to centralize our service organization and provide a more personalized support experience by a designating a team of highly skilled technicians who are more familiar with the products, the circumstances, require fewer explanations and are able to solve a broad-range of issues.

As a result we would like to inform you about a number of changes that will take place from Saturday 30 August onward.

The current 9:00 to 12:00 (CET) phone support will be discontinued until further notice. Considering that we only receive a very small volume of support request via the phone and the European opening hours only partially suit international customers, we have decided to discontinue the current phone support as is.

Any customer worldwide can now reach out to us via our online ticket service at support.irexnet.com. In the coming period we plan to further evolve our online ticket service in order to improve the support experience and increase the accessibility of the service.

It is iRex’s goal with these forthcoming service changes to provide customers with a team of people focused on resolving the issues that you might encounter with your iRex products.

Kind regards
The iRex Team